Real Time Analyst

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

We are seeking a highly analytical and detail-oriented Real-Time Analyst (RTA) to join our Workforce Management team. The RTA will be responsible for monitoring and managing intraday performance, staffing levels, and service level goals to ensure operational efficiency and optimal customer experience. This role plays a critical part in supporting our contact center operations by providing real-time insights and timely adjustments to meet business objectives.

Duties and Responsibilities:

• Monitor real-time queue performance, call volume, and agent availability across multiple channels (voice, chat, email, etc.)
• Make intraday schedule adjustments (breaks, lunches, overtime, early release) to optimize staffing coverage
• Track and report intraday KPIs such as Service Level, Average Handle Time (AHT), Adherence, Occupancy, and Shrinkage
• Coordinate with Team Leads and Operations to ensure proper alignment on staffing and performance gaps
• Provide real-time communication and updates to stakeholders regarding operational performance and critical incidents
• Identify trends and patterns in call volume or agent behavior and escalate when necessary
• Support WFM team in the preparation of daily, weekly, and monthly reports
• Maintain accurate and timely documentation of real-time actions and outcomes
• Collaborate with Scheduling and Forecasting Analysts to improve overall WFM planning

Qualifications:

• Bachelor’s degree in Business, Operations, or a related field
• At least 1–2 years of experience in a real-time analyst, workforce management, or call center operations role
• Proficiency in workforce management tools (e.g., Verint, NICE, Genesys, Aspect, Five9, or similar)
• Strong analytical and problem-solving skills with attention to detail
• Excellent communication and collaboration skills
• Ability to work under pressure in a fast-paced, dynamic environment
• Flexible to work different shifts, including weekends or holidays if needed

Preferred Skills:

• Knowledge of contact center metrics and KPIs
• Experience in BPO, customer service, or tech support environments
• Advanced Excel or Google Sheets skills
• Familiarity with reporting tools or dashboards (e.g., Tableau, Power BI)